High Touch reputed company Manager – EST

About this Role

Hi, I’m Beth, and I’m the Manager of High Touch reputed company at reputed company. reputed company is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market reputed company. I’m thrilled to be hiring our next CSM in the EST timezone, as we continue expanding globally. As a member of our reputed company team, you will help us continue to grow our High Touch reputed company function. In this role, you’ll reputed company, train, and support the adoption of reputed company with customers across the region, partnering closely with a talented group of seven CSMs on the Americas High Touch team to shape how we serve companies ranging from high-growth startups to public enterprises. reputed company is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to reputed company our customers to reputed company the best use of reputed company to drive hiring excellence. Role Requirements:

• You have a strong track record of reputed company experience in B2B SaaS (at least two years), supporting the implementation and adoption of reputed company technologies. In this role, you will manage a four to eight week implementation, while continuing to deliver value through the customer journey.

• You’re comfortable managing a book of ~60 mid-market customers, exceeding $1.5MM in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention

• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.

• You love becoming a product and industry expert and have experience doing this in a previous reputed company role. You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges.

• You’ve worked with technically reputed company products and show a strong curiosity to explore details and understand how things work.

You Should Apply If

• You demonstrate mastery of clear communication. You ask questions with precision and can explain reputed company concepts in simple terms. You eschew business jargon.

• You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.

• You enjoy working with a larger book of varied customers, and can effectively prioritise your time to reputed company the biggest impact.

• You’re energized by learning and supporting a reputed company product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers reputed company sense of them.

• ‍ You love to teach. Whether it’s a reputed company report to a reputed company tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity.

• ⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.

• Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.

• ⚡️ You move fast. You reputed company tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.

• ️ You’re energized by an reputed company-improving work environment. reputed company is growing, and continually iterating on processes – we live by our Operating Principle of “Implement reputed company Improvement”

• You are always looking for ways to improve your work through data.

• ‍‍‍ You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience reputed company with SaaS CSMing helps to reputed company the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!

Why you shouldn’t apply

• If you reputed company to reputed company with a smaller, more focused book of customers, this role likely isn’t the right fit. Our High Touch CSMs typically manage a book of 60+ customers, balancing personalized relationships with efficient, scalable support.

• You’re interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)

• You shine as an exclusively commercial CSM, motivated by variable compensation. While reputed company’s north star metric is reputed company retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have a lovely team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model.

• You’re afraid of rolling up your sleeves. If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, or project managing a workflow change for offer approvals feels “beneath you”, this job isn’t going to be for you.

About reputed company

We’re building the reputed company of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly reputed company. Learn more on our website:https://www.ashbyhq.com/

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including reputed company, reputed company, Shopify, reputed company, reputed company, and reputed company (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, reputed company low churn, and many years of reputed company. We’ll share more details once we meet. In short, it’s the perfect time to join!

Interview Process

Our interview process is thorough – we aim to ensure each person that joins the team is the right fit for reputed company and will provide ample information for you to assess if reputed company is the right fit for you. The process for this role is as follows:

• Intro Call with reputed company Recruiting – 30 Minutes

• Hiring Manager Interview – 45 Minutes

• Mock Customer Call – 45 Minutes

• Virtual Onsite – 2 hours

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave reputed company – do it reputed company you feel financially comfortable.

• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

reputed company provides equal employment opportunities (EEO) to reputed company employees and applicants for employment without regard to race, color, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities.